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Preparing to travel
How to book?
If you are travelling alone and require assistance, then you must inform us of the extent of your impairment and the assistance you require via our Booking Office or your travel agent no less than 48 hours before your flight is scheduled to depart.
Use our online and mobile check-in services, which in the majority of cases open 72 hours prior to departure. Find out how to use them here.
How is the service provided?
At the airport
Our services will provide all the support you need to ensure your trip goes ahead without problem and as requested when you made your booking. Make your way to the check-in desk as soon as you arrive at the airport.
In Lisbon you will find us in Terminal 1 Departures, at the dedicated special assistance desks. If you are a TAP/Star Alliance Gold member or are travelling on Business Class, then you can use our Premium area check-in.
We recommend that you arrive at the airport in plenty of time:
|Flights||Recommended arrival||Latest possible arrival|
|Intercontinental||3 hours prior to departure||90 minutes prior to departure|
|Europe||2 hours prior to departure||90 minutes prior to departure|
Our staff will accompany you right up to the aircraft door.
A booking service tailored to your comfort
TAP has made the SERVIIN service (video call service with interpreter) available to the entire hearing impaired community. Contacts can be made by video call via the number 12472 (1c per minute), or through the Deaf Citizen Portal (free).
This service includes such features as the ability to make requests for clarification and journey purchases for hearing impaired passengers who want to contact the TAP customer service line using the exclusive SERVIIN number (12472).
Bookings made through SERVIIN will have a special code. The advantage of this information is that it will enable any of the airline company’s staff to know when they are dealing with a hearing impaired person, and respond to their needs in a quick and effective manner.
Opening hours: Monday to Friday, from 9am to 5pm. Closed on weekends and holidays.
Flights to and from the United States
TAP complies with US regulations preventing discrimination on the basis of disability on all of its flights to and from the United States.
A copy of these regulations is available for consultation at the desks in Lisbon, Porto, Newark and Miami airports. You may also request a copy of these regulations directly from the US Department of Transportation prior to flying:
- By telephone from within the United States via a free helpline for disabled passengers: 1-800-778-4838 (speaking) or 1-800-455-9880 (TTY);
- By telephone to the Aviation Consumer Protection Division: 202-366-2220 (speaking) or 202-366-0511 (TTY);
- On the Aviation Consumer Protection Division website;*
- In writing from the Aviation Consumer Protection Division:
Aviation Consumer Protection Division C-75,
U.S. Department of Transportation
1200 New Jersey Ave., SE., West Building, Room W96-432
Washington, DC 20590, USA
* DOT, 14 CFR Part 382 ACAA, “Non-discrimination on the Basis of Disability in Air Travel; Final Rule”